A Common Forum for Travel Hospitality MICE and other Stakeholders to Share Knowledge, Educate, Network, Exchanges, Business Development, Celebrate, Reward, Recognize for AII Things Hospitality- Positive Pete Enterprises LLC.
Winning your Customers Minds, Hearts and Wallets - Russell Biggarts presentationMorag Lehrle
The document discusses the importance of delivering customer value through understanding customers' economic, strategic, operational, and behavioral needs and expectations. It emphasizes determining mutual value between the customer and business by aligning business intentions with customer expectations and experience. The key is managing value through respectful relationships to increase customer satisfaction and loyalty.
This was a speech given at the Jamaica Customer Service Association award function in November, 2007 by Francis Wade. In this speech I make a case for the new focus on customer experience, and how it opens new avenues for companies across the region who serve local customers primarily.
A little guide for agency people giving and idea about some basic hints and requirements for a proper agency client servicing as I see them through the perspective of my own career and experience.
World Class Service 2.0: Going Beyond the Basics of Customer ServiceRasmussen College
World class customer service is a critical element of any successful business no matter how small or how large your company is. Competition is fierce and one negative customer experience can affect your bottom line and spread across social media channels—affecting your image and your brand. This showcase will explore how your company can go beyond the basics of customer service to create a consistent and positive customer and employee experience. Our subject matter expert, Patty Sagert, teaches us how to set your business apart from your competitors by creating engaging, unique, and memorable customer experiences.
Watch the presentation: https://www.youtube.com/watch?feature=player_embedded&v=LorRx1ui3PI
Featured Speaker:
Patty Sagert
Campus Director
Blaine Campus
Rasmussen College
Delivering Value Through Exceptional Client ServiceJayne Navarre
The document discusses delivering exceptional client service in law firms. It notes that law firms believe clients are the best served group, but clients see firms as interchangeable. The #1 complaint is firms not delivering basic category benefits like quality, efficiency and promptness. Firms try to be unique but should focus on reliably delivering core benefits better than competitors. Starbucks is used as an example of excelling at generic category benefits. The summary is:
Law firms should focus on reliably delivering core client benefits like quality, efficiency and promptness, rather than trying to be unique. Starbucks is presented as a model for excelling at generic category benefits rather than unique features. Firms should seek to become the standard for client service in their category
Michael Murphy, Virgin's Brand Manager for Customer Service, discusses the secret sauce for the global brand that is Virgin. 200 companies across 29 countries.
Terry Clancy has over 20 years of experience in public speaking, training, and authorship. He specializes in how ethics can improve sales and customer service in industries like insurance. As the owner of Clancy Seminar Services, he offers seminar series on topics such as employee development, small business skills, and continuing education for insurance professionals. Clancy aims to inform and entertain attendees with humor in his presentations.
Mission RECONNECT! is a campaign to reconnect your employees and your customers.
It's about capturing a huge opportunity – to release the extraordinary and memorable service unique to employees who truly ‘get’ their customers and feel trusted to do what they think is right.
Winning your Customers Minds, Hearts and Wallets - Russell Biggarts presentationMorag Lehrle
The document discusses the importance of delivering customer value through understanding customers' economic, strategic, operational, and behavioral needs and expectations. It emphasizes determining mutual value between the customer and business by aligning business intentions with customer expectations and experience. The key is managing value through respectful relationships to increase customer satisfaction and loyalty.
This was a speech given at the Jamaica Customer Service Association award function in November, 2007 by Francis Wade. In this speech I make a case for the new focus on customer experience, and how it opens new avenues for companies across the region who serve local customers primarily.
A little guide for agency people giving and idea about some basic hints and requirements for a proper agency client servicing as I see them through the perspective of my own career and experience.
World Class Service 2.0: Going Beyond the Basics of Customer ServiceRasmussen College
World class customer service is a critical element of any successful business no matter how small or how large your company is. Competition is fierce and one negative customer experience can affect your bottom line and spread across social media channels—affecting your image and your brand. This showcase will explore how your company can go beyond the basics of customer service to create a consistent and positive customer and employee experience. Our subject matter expert, Patty Sagert, teaches us how to set your business apart from your competitors by creating engaging, unique, and memorable customer experiences.
Watch the presentation: https://www.youtube.com/watch?feature=player_embedded&v=LorRx1ui3PI
Featured Speaker:
Patty Sagert
Campus Director
Blaine Campus
Rasmussen College
Delivering Value Through Exceptional Client ServiceJayne Navarre
The document discusses delivering exceptional client service in law firms. It notes that law firms believe clients are the best served group, but clients see firms as interchangeable. The #1 complaint is firms not delivering basic category benefits like quality, efficiency and promptness. Firms try to be unique but should focus on reliably delivering core benefits better than competitors. Starbucks is used as an example of excelling at generic category benefits. The summary is:
Law firms should focus on reliably delivering core client benefits like quality, efficiency and promptness, rather than trying to be unique. Starbucks is presented as a model for excelling at generic category benefits rather than unique features. Firms should seek to become the standard for client service in their category
Michael Murphy, Virgin's Brand Manager for Customer Service, discusses the secret sauce for the global brand that is Virgin. 200 companies across 29 countries.
Terry Clancy has over 20 years of experience in public speaking, training, and authorship. He specializes in how ethics can improve sales and customer service in industries like insurance. As the owner of Clancy Seminar Services, he offers seminar series on topics such as employee development, small business skills, and continuing education for insurance professionals. Clancy aims to inform and entertain attendees with humor in his presentations.
Mission RECONNECT! is a campaign to reconnect your employees and your customers.
It's about capturing a huge opportunity – to release the extraordinary and memorable service unique to employees who truly ‘get’ their customers and feel trusted to do what they think is right.
How to Design a Great Customer Experience with Kerry BodineTalkdeskInc
https://www.talkdesk.com/resources/webinars/
What new ways of thinking and working will help you intentionally create great customer experiences?
Kerry Bodine, customer experience consultant and former VP and principal analyst at Forrester Research, explores how your company can increase loyalty by designing a more customer-centric experience.
Register to learn:
- Why CX is a strategic imperative for leading companies.
- How to visualize customer pain points throughout the customer journey.
- Ways to intentionally create great customer experiences.
Many players in the Hospitality Industry have been able to define and deliver excellence when it comes to customer experience. What the Hospitality Industry does well is to make Service Excellence the backbone to deliver on this “Experience”.
As we entered the age of the (connected) customers it has become strategic to deliver a great customer experience. Emotion is the key to create a unique experience and engage your customers.
The document discusses the importance of exceptional customer service. It emphasizes that customer satisfaction should be the top priority of any organization and is driven by both hard skills as well as softer interpersonal skills like communication, attitude, and honoring commitments. Strategic customer relationships that focus on meeting and exceeding customer expectations can lead to higher profit margins and business success.
This document discusses how to create memorable customer experiences (MCEs) to build loyalty and advocacy. It emphasizes that exceeding customer expectations at every interaction is key to retaining existing customers and generating referrals. Real estate agents should identify and optimize all customer touchpoints to consistently deliver their brand promise. While commissions are no longer the primary criteria for choosing an agent, strong service aligned with an authentic brand is the new competitive advantage. The document promotes consulting with Kate Duncan of The Business Plumber on auditing touchpoints and strengthening client relationships through memorable experiences.
Customer Experience Myth Busting
“Customer Experience” is quickly becoming a catch-all to describe anything that is remotely related to customers. This presentation will bust some of the most commonly understood myths out there and set the record straight:
- Myth 1: Customer Experience is the same as Customer Service.
- Myth 2: It’s nice to do but it’s not going to impact the bottom line.
- Myth 3: It’s only relevant to retailers.
- Myth 4: You’re sorted if you have a customer experience department.
Customer Experience Masterclass by BrandLoveChantel Botha
The document outlines an agenda for a customer experience masterclass that will cover topics like the customer experience ecosystem, loyalty drivers, differentiation, the impact of emotions, and leading transformation. It includes sections on rational versus emotional versus sensory aspects of customer experience, mapping customer journeys, designing experiences for customers and employees, and making the business case for critics. Diagrams depict the customer experience transformation process and customer journey loops.
What is the secret to achieving customer delight? What are the factors that contribute to customer delight? How are successful companies managing to delight their customers? Learn what it takes to master the art of customer delight through these 8 steps.
The Art of Creating the Exceptional Customer ExperienceMichael Blachly
Whether you’re an independent practitioner or a corporate communicator, one of the top priorities is always keeping the customers happy. How do you go about doing that? What are the best practices?
How to Build Customer Service like Zappos by LessonlyLessonly
Zappos has excellent customer service due to their careful training process, which involves three key steps: 1) Building a pipeline of employees from entry-level to senior leadership so replacements are available when needed, 2) Taking four to seven weeks to thoroughly train all new hires, with a focus on customer service, and 3) Choosing training content wisely to ensure employees learn the most important concepts like company culture and customer happiness.
This document contains 10 quotes about customer relationships from business leaders like Steve Jobs, Jeff Bezos, and Sam Walton. The quotes emphasize that building loyalty requires focusing on the customer experience above all else, treating customers with respect, and exceeding their expectations to create repeat business. Building trust is difficult but essential to strong customer relationships.
How to Create Raving Customers that Grow Your BusinessPodium
The foundation of any successful business is built on delivering good customer service, and for many that service begins on the phone. If customers can’t get ahold of you or have a bad experience on the phone, odds are that they won’t do business with you. Conversely, businesses that have emphasized quality phone service are building long-lasting relationships and creating happy customers willing to shout about them from the rooftops.
These slides cover what you need to do to deliver quality customer service over the phone and how to convert that good customer service into online reviews on sites like Google, Facebook, and more.
Keys to Customer Experience Research Success: Start with ObjectivesKinesis CEM, LLC
This document discusses the importance of defining objectives before conducting customer experience research. It provides examples of common research questions and how to map each question to a specific research objective. Defining clear objectives upfront helps inform subsequent decisions about the research methodology, including the sample frame, data collection methods, survey instrument, and analysis plan. The overall message is that customer experience research will be more actionable and effective if you start by establishing well-defined objectives.
Taste Value and Service: Guest Return Intent DriversKinesis CEM, LLC
The document summarizes the results of a survey conducted by Kinesis that examined what factors most influence customers' intent to return to a restaurant. The survey asked 800 respondents to recall their most recent restaurant experience and rate it across 16 attributes in 5 categories: arrival, service, food, value, and environment. The results showed that the taste of the food and perceptions of good value for the money had the strongest relationship with customers' intent to return. Service quality and the greeting on arrival also significantly impacted return intent, followed by the dining environment. The document concludes that focusing on improvements to the food quality, value, and service would have the most potential to increase customers' return intent and loyalty.
Do you know what a touchpoint really is? How about what customer experience journey mapping is all about? We tackle a few subjects in Customer Experience to educate all of us!
The document provides guidance on who to invite to a Visitors Day event on June 5th, 2012 and how increasing membership benefits the chapter as a whole. It recommends inviting people who already refer business to take advantage of strengthening the relationship and ensuring more referrals. Having them become a member called a Quantumer allows both parties to gain more business opportunities and make the relationship long-lasting and mutually beneficial. Increasing membership brings in a diverse group of professionals that can exchange new types of referrals and help the chapter grow.
Customers today demand world-class service. They’ll reward companies that provide it by remaining loyal, and they’ll take their business elsewhere if service is mediocre. Your customer service representatives are the face and voice of your company. Businesses today realize the value these front-line employees bring. Those that invest in their employees' success see the quick return on investment that customer service training provides.
Customer Serivce Training Representatives
If you want your customer service representatives to provide a world-class experience, then this is the answer you’ve been looking for. This customer service training program teaches your employees all the skills they need to communicate positively and professionally with customers — both internal and external. Students of the course leave the training feeling upbeat, motivated, and ready to deliver the level of world-class service customers expect today!
The results you’ll see from this customer service training program include:
Improved customer satisfaction scores
Reduced escalations
Increased call resolution rates
A common service language
Improved staff morale and reduced turnover
Reduced costs
These customer service training program is perfect for anyone who provides service to internal or external customers including representatives in:
Customer service departments
Inside sales and order desks
Credit and collections
How frequently do you check in with current or previous customers or clients? Understanding the rule around customer contact could strengthen relationships and build customer loyalty!
This document provides an introduction to customer experience. It begins with definitions of customer experience, focusing on the interactions customers have with a company and how those interactions make them feel. Examples are given of companies that deliver great customer experiences. The presentation notes that factors like customer service, CRM systems, and UX specialists are not enough on their own and that the goal is to meet or exceed customer expectations. It introduces the key concepts of customer experience personas, touchpoints, and moments of truth. Overall statistics about the importance of customer experience are also presented.
This document proposes making hotels smarter through new technologies and systems. It discusses transforming the hotel model by making the building, operations, and guest services smarter. This would improve resource efficiency, sustainability, and the guest experience. The document outlines a process for hotels to assess needs, identify solutions, evaluate technologies, and test the feasibility and profitability of becoming a smart hotel. Key areas that could be made smarter are the building infrastructure, operational systems, lighting, energy and water management, and connectivity between guests and hotel services.
1. The document discusses LG CNS's Smart Hotel Solution, which provides smart guest services via mobile and hotel energy saving services to help hotels satisfy guests, reduce costs, and gain competitive advantages.
2. The smart hotel solution allows guests contactless check-in, remote control of rooms and devices via smartphone, and use of their phone through the hotel PBX. This improves the guest experience.
3. Energy saving services include automatic temperature control when rooms are unoccupied and energy use forecasting to reduce wasted energy and costs.
4. The solution integrates easily into new and existing hotels with minimal installation costs and ongoing technical support from LG CNS. Real-life cases demonstrated satisfied guests and 12-19
How to Design a Great Customer Experience with Kerry BodineTalkdeskInc
https://www.talkdesk.com/resources/webinars/
What new ways of thinking and working will help you intentionally create great customer experiences?
Kerry Bodine, customer experience consultant and former VP and principal analyst at Forrester Research, explores how your company can increase loyalty by designing a more customer-centric experience.
Register to learn:
- Why CX is a strategic imperative for leading companies.
- How to visualize customer pain points throughout the customer journey.
- Ways to intentionally create great customer experiences.
Many players in the Hospitality Industry have been able to define and deliver excellence when it comes to customer experience. What the Hospitality Industry does well is to make Service Excellence the backbone to deliver on this “Experience”.
As we entered the age of the (connected) customers it has become strategic to deliver a great customer experience. Emotion is the key to create a unique experience and engage your customers.
The document discusses the importance of exceptional customer service. It emphasizes that customer satisfaction should be the top priority of any organization and is driven by both hard skills as well as softer interpersonal skills like communication, attitude, and honoring commitments. Strategic customer relationships that focus on meeting and exceeding customer expectations can lead to higher profit margins and business success.
This document discusses how to create memorable customer experiences (MCEs) to build loyalty and advocacy. It emphasizes that exceeding customer expectations at every interaction is key to retaining existing customers and generating referrals. Real estate agents should identify and optimize all customer touchpoints to consistently deliver their brand promise. While commissions are no longer the primary criteria for choosing an agent, strong service aligned with an authentic brand is the new competitive advantage. The document promotes consulting with Kate Duncan of The Business Plumber on auditing touchpoints and strengthening client relationships through memorable experiences.
Customer Experience Myth Busting
“Customer Experience” is quickly becoming a catch-all to describe anything that is remotely related to customers. This presentation will bust some of the most commonly understood myths out there and set the record straight:
- Myth 1: Customer Experience is the same as Customer Service.
- Myth 2: It’s nice to do but it’s not going to impact the bottom line.
- Myth 3: It’s only relevant to retailers.
- Myth 4: You’re sorted if you have a customer experience department.
Customer Experience Masterclass by BrandLoveChantel Botha
The document outlines an agenda for a customer experience masterclass that will cover topics like the customer experience ecosystem, loyalty drivers, differentiation, the impact of emotions, and leading transformation. It includes sections on rational versus emotional versus sensory aspects of customer experience, mapping customer journeys, designing experiences for customers and employees, and making the business case for critics. Diagrams depict the customer experience transformation process and customer journey loops.
What is the secret to achieving customer delight? What are the factors that contribute to customer delight? How are successful companies managing to delight their customers? Learn what it takes to master the art of customer delight through these 8 steps.
The Art of Creating the Exceptional Customer ExperienceMichael Blachly
Whether you’re an independent practitioner or a corporate communicator, one of the top priorities is always keeping the customers happy. How do you go about doing that? What are the best practices?
How to Build Customer Service like Zappos by LessonlyLessonly
Zappos has excellent customer service due to their careful training process, which involves three key steps: 1) Building a pipeline of employees from entry-level to senior leadership so replacements are available when needed, 2) Taking four to seven weeks to thoroughly train all new hires, with a focus on customer service, and 3) Choosing training content wisely to ensure employees learn the most important concepts like company culture and customer happiness.
This document contains 10 quotes about customer relationships from business leaders like Steve Jobs, Jeff Bezos, and Sam Walton. The quotes emphasize that building loyalty requires focusing on the customer experience above all else, treating customers with respect, and exceeding their expectations to create repeat business. Building trust is difficult but essential to strong customer relationships.
How to Create Raving Customers that Grow Your BusinessPodium
The foundation of any successful business is built on delivering good customer service, and for many that service begins on the phone. If customers can’t get ahold of you or have a bad experience on the phone, odds are that they won’t do business with you. Conversely, businesses that have emphasized quality phone service are building long-lasting relationships and creating happy customers willing to shout about them from the rooftops.
These slides cover what you need to do to deliver quality customer service over the phone and how to convert that good customer service into online reviews on sites like Google, Facebook, and more.
Keys to Customer Experience Research Success: Start with ObjectivesKinesis CEM, LLC
This document discusses the importance of defining objectives before conducting customer experience research. It provides examples of common research questions and how to map each question to a specific research objective. Defining clear objectives upfront helps inform subsequent decisions about the research methodology, including the sample frame, data collection methods, survey instrument, and analysis plan. The overall message is that customer experience research will be more actionable and effective if you start by establishing well-defined objectives.
Taste Value and Service: Guest Return Intent DriversKinesis CEM, LLC
The document summarizes the results of a survey conducted by Kinesis that examined what factors most influence customers' intent to return to a restaurant. The survey asked 800 respondents to recall their most recent restaurant experience and rate it across 16 attributes in 5 categories: arrival, service, food, value, and environment. The results showed that the taste of the food and perceptions of good value for the money had the strongest relationship with customers' intent to return. Service quality and the greeting on arrival also significantly impacted return intent, followed by the dining environment. The document concludes that focusing on improvements to the food quality, value, and service would have the most potential to increase customers' return intent and loyalty.
Do you know what a touchpoint really is? How about what customer experience journey mapping is all about? We tackle a few subjects in Customer Experience to educate all of us!
The document provides guidance on who to invite to a Visitors Day event on June 5th, 2012 and how increasing membership benefits the chapter as a whole. It recommends inviting people who already refer business to take advantage of strengthening the relationship and ensuring more referrals. Having them become a member called a Quantumer allows both parties to gain more business opportunities and make the relationship long-lasting and mutually beneficial. Increasing membership brings in a diverse group of professionals that can exchange new types of referrals and help the chapter grow.
Customers today demand world-class service. They’ll reward companies that provide it by remaining loyal, and they’ll take their business elsewhere if service is mediocre. Your customer service representatives are the face and voice of your company. Businesses today realize the value these front-line employees bring. Those that invest in their employees' success see the quick return on investment that customer service training provides.
Customer Serivce Training Representatives
If you want your customer service representatives to provide a world-class experience, then this is the answer you’ve been looking for. This customer service training program teaches your employees all the skills they need to communicate positively and professionally with customers — both internal and external. Students of the course leave the training feeling upbeat, motivated, and ready to deliver the level of world-class service customers expect today!
The results you’ll see from this customer service training program include:
Improved customer satisfaction scores
Reduced escalations
Increased call resolution rates
A common service language
Improved staff morale and reduced turnover
Reduced costs
These customer service training program is perfect for anyone who provides service to internal or external customers including representatives in:
Customer service departments
Inside sales and order desks
Credit and collections
How frequently do you check in with current or previous customers or clients? Understanding the rule around customer contact could strengthen relationships and build customer loyalty!
This document provides an introduction to customer experience. It begins with definitions of customer experience, focusing on the interactions customers have with a company and how those interactions make them feel. Examples are given of companies that deliver great customer experiences. The presentation notes that factors like customer service, CRM systems, and UX specialists are not enough on their own and that the goal is to meet or exceed customer expectations. It introduces the key concepts of customer experience personas, touchpoints, and moments of truth. Overall statistics about the importance of customer experience are also presented.
This document proposes making hotels smarter through new technologies and systems. It discusses transforming the hotel model by making the building, operations, and guest services smarter. This would improve resource efficiency, sustainability, and the guest experience. The document outlines a process for hotels to assess needs, identify solutions, evaluate technologies, and test the feasibility and profitability of becoming a smart hotel. Key areas that could be made smarter are the building infrastructure, operational systems, lighting, energy and water management, and connectivity between guests and hotel services.
1. The document discusses LG CNS's Smart Hotel Solution, which provides smart guest services via mobile and hotel energy saving services to help hotels satisfy guests, reduce costs, and gain competitive advantages.
2. The smart hotel solution allows guests contactless check-in, remote control of rooms and devices via smartphone, and use of their phone through the hotel PBX. This improves the guest experience.
3. Energy saving services include automatic temperature control when rooms are unoccupied and energy use forecasting to reduce wasted energy and costs.
4. The solution integrates easily into new and existing hotels with minimal installation costs and ongoing technical support from LG CNS. Real-life cases demonstrated satisfied guests and 12-19
Sismatik is a Technology and Consulting company that develops products and solutions for the Hospitality industry.
Sismatik’s products and solutions aims at enhancing guest experience by optimizing quality of service delivered by housekeeping, front desk, F&B, in-room service, in room entertainment and in-hotel advertisement
Sismatik helps hoteliers to improve guest experience while reducing cost and increasing revenue
This document outlines a web-based hotel management system created by three students. It describes the purpose of automating daily hotel activities like room management and billing. Key existing features are listed like room booking, check-in/out, and customer reports. System requirements include PHP, MySQL, and specific hardware. Data flow, database design, and screenshots of the home page and admin panel are provided. The document concludes with plans to expand features to include laundry, restaurants, tours, and conferences.
This document outlines a hotel management system project for Gayana Hotel Tangalle. It introduces the group members and provides an overview of the current manual system. The presentation agenda then covers the problem specification, proposed solution outline, key benefits, objectives, procedures, and hardware and software requirements. Individual group members are assigned to modules for guest department, inventory management, reservation management, room management, staff department, administration department, and payment department.
This document describes an online hotel management system project. The proposed system allows customers to reserve hotel rooms online, check availability and view facilities. It has user and administrator modules. The user module allows customers to register, login, check availability, reserve rooms and cancel reservations. The administrator module allows managing reservations, viewing daily reservations and income. The system will be developed using PHP for the platform, MySQL for the database, and XAMPP as the web server. It provides UML diagrams including use case, sequence, activity and class diagrams to design the system.
Delivering consistent national services at multiple locations requires balancing local needs with brand standards. Customer satisfaction should be the top priority, as retaining customers is critical for business success. Building strategic relationships requires listening to customers, addressing their real needs, and ensuring both internal and external customers have a positive experience.
The document contains insights from several leaders in customer experience on how to empower and sustain a customer-focused culture, what customer experience (CX) excellence means, and how to operationalize an omni-channel experience. Key points include assigning clear customer-focused roles and metrics, focusing on customer success, embedding the customer perspective in decision making, training employees on all customer touchpoints, and ensuring consistency across channels to create value for customers.
A company's website is one of the most visible manifestations of the brand. The study ranks and rates the top ten consulting firm sites and provides best practices in website branding.
The document discusses M&R Holdings' approach to customer service which focuses on employee satisfaction and empowerment. M&R believes that taking care of employees ensures they are better equipped to care for customers. By training and motivating employees, M&R sees increased employee satisfaction, lower turnover, and improved financial performance. Other companies like Four Seasons Hotels and Starbucks also emphasize supporting employees to enhance customer experience.
The document provides tips for achieving excellence in customer service. It discusses defining quality customer service as exceeding customer expectations by adding value. It emphasizes creating a quality service culture within an organization by treating all employees and customers with courtesy and respect. It also covers how to effectively handle complaints, seeing them as opportunities to improve service.
Is It Only Me? Customer Success Tales From Across The Globe with James Scott,...James Scott
James will share his top ten observations from working with Customer Success teams across the world and make five predictions about the trends you should expect to impact your Customer Success team in the next 12 months.
Presented at Toronto Customer Success Heroes Meetup in May 2018.
This is a capabilities presentation of InfoBeans CMS practice. We are publishing the over the web for our potential clients to get easy access to information about us, what we do and what are those things that differentiate us from the scores of competitors out there. We do not call ourselves a low cost outsourcer. We are great value and we provide expertise in the areas that we work in. Please call us at 888 4INFOBEANS, email us at sales@infobeans.com or visit us at www.infobeans.com. We will be happy to answer any questions you might have.
Brand experience platform - part of Lexden's Masterclass in FS CXChristopher Brooks
Presentation from Christopher Brooks highlighting the importance of brand in CX to create profitable and sustainable competitive advantage. Part of Lexden's Masterclass in FS CX. Videos of this event available from lexdengroup,com from 16th November 2015.
The document describes a Chief Customer Officer Forum that provides a place for customer experience leaders to meet, share ideas and best practices, and improve their skills. It discusses how the Forum helps members reduce costs without hurting satisfaction, apply best practices from other industries, and ensure customer experience is a top priority. The Forum meets biannually, with sessions that include presentations on topics like customer innovation, analytics for engagement, and leveraging technology. It is intended to help members gain insights from global experts and peers in a confidential setting.
Quick Intro about importance of Business Models and Business Model Innovation and then deeper into Business Model Canvas, Presented at sup46.se for 130 www.sses.se students in Stockholm
This document discusses planning for customer experience and satisfaction. It defines customer experience and satisfaction, outlines where customer experiences occur, and explains why customer experience is important. It also discusses how contact centers can impact customer experience through factors like speed of access, quality of interactions, and supporting the overall experience designed by the company. The document provides a process for designing a customer roadmap that involves understanding the current experience, identifying gaps, and implementing and measuring improvements.
Chief Customer Officer Forum (CCOF) hosted by Celtycs in India, a unique platform for Senior Managers in Customer Operations to meet and learn from their peers in various industry verticals
The document outlines the agenda and key modules for an EMEA Customer Support Customer Services Training. The training covers what brilliant customer service means, the SPECIAL model for customer service which includes speed/time, personalization, expectations, competence, information, attitude and follow-up. It also discusses telephone techniques and challenges common in customer service such as difficult conversations. The importance of driving customer loyalty through excellent customer service is emphasized.
The document advertises the Customer Experience Asia Summit 2015 conference happening from August 31st to September 4th in Singapore. It will feature workshops, keynote speakers, and awards focused on customer experience best practices. Some highlights include:
- Workshops on building a customer-centric organization, identifying business processes from the customer perspective, and improving complaint management.
- A site tour of the Singapore Zoo to see how they design immersive customer experiences.
- A LEGO Serious Play workshop using LEGOs to visualize customer journeys.
- Keynote speeches from global customer experience leaders on creating "Moments of Magic" and customer loyalty.
- The Customer Experience Asia Excellence Awards ceremony
This 90 day strategy document outlines a 3 phase plan for a new Talent Acquisition Sr. Recruiter role at US Cellular:
Phase I involves departmental rotations, stakeholder meetings, and client introductions to understand processes and expectations.
Phase II establishes a staffing strategy including optimizing the applicant tracking system, expanding sourcing methods, and defining ideal candidate and client experiences.
Phase III focuses on implementation through full cycle recruitment, enhancing the client experience, cultivating relationships, building grassroots partnerships, and ensuring continuous education.
We are an Interrelated team of consultants operating globally to help our clients achieve 'strength in Image and culture'. This presentation gives a simple overview of our offering.
Similar to South Asia Travel Hospitality MICE Summit -2010 Value Proposal (20)
8. A Common Forum for QA in Hospitality and Travel and Destination Management 03/09/10 TRAVEL SUMMIT FORUM AWARDS RECEPTION
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Editor's Notes
Selling your ideas is challenging. First, you must get your listeners to agree with you in principle. Then, you must move them to action. Use the Dale Carnegie Training® Evidence – Action – Benefit formula, and you will deliver a motivational, action-oriented presentation.
Open your presentation with an attention-getting incident. Choose an incident your audience relates to. The incidence is the evidence that supports the action and proves the benefit. Beginning with a motivational incident prepares your audience for the action step that follows.
Next, state the action step. Make your action step specific, clear and brief. Be sure you can visualize your audience taking the action. If you can’t, they can’t either. Be confident when you state the action step, and you will be more likely to motivate the audience to action.
To complete the Dale Carnegie Training® Evidence – Action – Benefit formula, follow the action step with the benefits to the audience. Consider their interests, needs, and preferences. Support the benefits with evidence; i.e., statistics, demonstrations, testimonials, incidents, analogies, and exhibits and you will build credibility.
To close, restate the action step followed by the benefits. Speak with conviction and confidence, and you will sell your ideas.